Role Proficiency:

Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 – Production Support

Outcomes:

      Understand the application/feature/component and issues related to the same from Business users to resolve issues and create required SOPs/Runbooks       Monitor triage and resolve higher severity issues pertaining to systems/applications/infrastructure tools for end users via phone chats and/or via email       Identify the problem patterns and suggest better resolution techniques       Optimise efficiency cost and quality by identifying opportunities for automation/process improvements       Proactively identify issues/defects/flaws in application; take necessary measures to address       Assist Lead 1 – Production Support on troubleshooting and Issue resolution; begin demonstrating Lead 1 capabilities in making critical decisions       Mentor Trainee Associate and Associate I II- Production Support to become more effective in their roles       Act as the technical SME for troubleshooting/resolving any reported production incident/ticket/issue Learn business domain technology and system domain individually and as recommended by the project/account

Measures of Outcomes:

      Adherence to engineering process and standards       Adherence to schedule / timelines       Adhere to SLAs where applicable       # of issues resolved       # of non-compliance issues with respect to SOP       Reduction of reoccurrence of known defects       Quick turnaround of production bugs       Defined productivity standards for the team       # of new runbooks created   # of production jobs automated   # of new monitoring dashboards introduced   Completion of applicable technical/domain certifications Completion of all mandatory training requirements

Outputs Expected:

Issue Resolution:

Analyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)

Training:

Attends one on one need-based domain/project/technical trainings as needed Provides need-based training to juniors on the team

Escalation:

Escalate problems to appropriate individuals/support team based on established guidelines and procedures. Where applicable
monitor progress of requests for support and ensure users and other interested parties are kept informed.

Document:

Create documentation for one's own work

Automation:

Identify opportunities for automation/process improvements that help in optimising cost and improving quality

Mentoring:

Mentor juniors on the team Set FAST goals and provide feedback of FAST goals to mentees

Status Reporting:

Report status of tasks assigned Comply with project related reporting standards/process

Manage knowledge:

Absorb and contribute to project related documents
share point
libraries
client universities

Release:

Adhere to release management process

Skill Examples:

      Identify triage and resolve issues reported by customer       Log Monitor and report issues as defined by SLAs       Develop runbooks SOPs and dashboards       Problem solving approach       Manage and guarantee high levels of quality       Team Player       Good written and verbal communication abilities       Proactively ask for help and offer help

Knowledge Examples:

      Appropriate software programs/modules/ tools       Operating Systems and software platforms       Integrated development environment (IDE)       DBMS       Programming Languages       Software life cycle methodology E.g. Agile methods       Knowledge base of customer domain and about sub domain where problem is solved       Proactively ensure the highest levels of systems availability Agile methods

Additional Comments:

Job description: Associate – Production Support Responsibilities • Act as first point of contact for customer escalations and service requests (L1) • Log, update and track customer escalations and service requests. • Proactive monitoring and reporting of backend jobs and application interfaces. • Ensure completeness of tickets raised by the customers and do basic investigations. • Triage the incident tickets and escalate as appropriate. • Coordinate monthly SLA data collections, calculations, and reporting • Engage with USTHP partners in resolving partner products issues. • Make sure the support tickets are up to date and own the tickets until closure. • Collaborate with higher levels (L3/L4) to resolve production issues. • Initiate bridge calls during critical incidents and ensure regular updates to all key stakeholders. • Work in different time zones being in 24/7 support model. • Carry out service requests and incidents having SOPs in place (L2). • Maintain the run book and SOPs Skills • Basic SQL knowledge and SQL scripting experience • Basic understanding of Linux commands • Basic understanding of cloud technologies • Excellent verbal and writing communication, interpersonal and analytical skills. • Exposure with ticketing tools like JIRA • Great team player with the ability to work with minimal supervision. • Should be customer focused and empathetic. • Quick learner and have business awareness. • Should have good collaboration skills. Experience: 2-6 years of IT experience as Production Support Engineer.